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Full-time
Bonus Program, 401k Retirement, Medical Insurance, Dental Insurance, Vision Insurance, Basic Life Insurance
Posted 14d ago
Apply by Aug 27
~40 hrs/week
Responsibilities
The Brand Engagement Specialist will own the strategy, design, and execution of McAfee's social media interactions to bridge technical support and brand marketing. They are responsible for creating response frameworks, optimizing social listening tools, and mentoring frontline agents to ensure consistent brand voice.
Requirements
Candidates must have 3+ years of experience in customer care, social media strategy, or brand community management within a tech or SaaS environment. Proficiency in social CRM tools and the ability to explain complex cybersecurity concepts in plain language are essential.
Full job description
Role Summary
As the Brand Engagement Specialist, you will own the strategy, design, and execution of how McAfee interacts with customers on social media. You will bridge the gap between technical customer support and brand marketing. Your primary mission is to ensure every public and private interaction on platforms like X (Twitter), Facebook, Reddit, and Instagram reflects McAfee’s brand voice while delivering top-tier support. You will design standardized response frameworks, optimize our social listening tools, and build a proactive strategy to turn customer support inquiries into positive brand moments. Position Details
Social Response Design & Frameworks
Create Response Playbooks: Design and maintain the official blueprint for how McAfee responds to customer inquiries, complaints, and praise on social media.
Tone of Voice Alignment: Ensure all answers maintain a balance of deep technical empathy, clarity, and brand consistency.
Template Architecture: Build and continuously update a library of modular, human-sounding response templates that agents can customize for fast, accurate replies.
2. Social Care Strategy & Optimization
Platform Strategy: Define specific strategy variations for different platforms (e.g., handling technical troubleshooting on Reddit vs. brand engagement on X).
Social Listening Execution: Utilize social listening tools to identify customer pain points, viral security trends, and emerging product issues before they escalate.
Escalation Workflows: Build seamless workflows to transfer highly technical security issues or high-profile complaints safely from public comments to secure support channels.
3. Team Enablement & Brand Protection
Coach & Mentor: Guide frontline social support agents on how to use the designed frameworks, ensuring high quality and emotional intelligence in every interaction.
About you:
Experience: 3+ years managing customer care, social media strategy, or brand community management—ideally within a tech or software-as-a-service (SaaS) ecosystem.
Platform Mastery: Deep knowledge of native social media platforms and modern social customer relationship management (CRM) platforms (such as Sprinklr, Sprout Social, or Hootsuite).
Communication Skills: Exceptional writing skills with the ability to explain complex technical cybersecurity issues in plain, reassuring language.
Strategic Thinking: Proven ability to design workflows, analyze sentiment data, and create operational frameworks from scratch.
Cybersecurity Interest: A strong curiosity about consumer privacy, digital identity protection, and online safety. Analytical and Problem-Solving Abilities: Skill in analyzing conversation data and identifying "break points" or areas for improvement in the user journey.
Adaptability and Creativity: The ability to adapt tone and style for different audiences and scenarios, and to be creative in developing engaging user experiences.
Collaboration and Communication: Excellent communication skills to articulate design decisions and work effectively within a team environment.
Technical Understanding (A Plus): Basic knowledge of programming languages (like Python) or markup languages to better communicate technical requirements to engineers is beneficial.
#LI-hybrid
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment. Company Benefits and Perks
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.:
Bonus Program
401k Retirement
Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
Paid Parental Leave
Support and Community Involvement
14 Paid Company Holidays
Unlimited Paid Time Off for Exempt Employees
96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status. Pay Range
The anticipated compensation for this position is USD $65,610.00/Yr. - USD $107,790.00/Yr. depending on experience and qualifications. Job Applicant Privacy Notice
Please click here to view and download the Job Applicant Privacy Notice, which applies to all McAfee job applicants who are residents of the state of California.
We’re creating what’s next in online protection. As technologists, creatives, and people who thrive on looking forward, we make life online safe, so everyone can enjoy it with confidence—in all the ever-shifting forms it will take.
Just as life online is full of possibility, life at McAfee is as well. You’ll have the freedom to explore challenges, take smart risks, and reach your potential in one of the fastest-growing industries in the world—backed by a team that supports and inspires you.
Offices: 6220 America Center Dr, San Jose, California 94089, US
Real TimeInformation TechnologyCloud SecurityCyber SecurityEnterprise SoftwareArchitectureNetwork SecurityConsumer ElectronicsInternet & Web Services
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